What part of the business will I be working in?

You will be part of the Global WFM team in Customer Support Operations. You will be working closely with case-managed customer services teams who provide exceptional support to our customers
across multiple countries. They have not yet had the benefit of a specialist capacity planner to guide and support them. This is where your expertise comes in.

As the driving force behind implementing capacity plans, you will analyse key metrics, identify opportunities for improvement, and introduce efficiencies that empower these teams and our business to excel. Your insights and guidance will play a critical role in shaping a more structured, data-driven approach to workforce planning, ultimately enhancing the overall customer experience.


This is a hybrid role – three days per week in our Newcastle office